Director of Operations

FleetPulse

Director of Operations responsible for hardware & field operations at FleetPulse. Overseeing monitoring, installation, and troubleshooting of telematics devices in the trailer industry.

Posted 7/7/2026full-timeChicago • Illinois • 🇺🇸 United StatesLead💰 $165,000 - $175,000 per yearWebsite

Tech Stack

Tools & technologies

IoTSQL

About the role

Key responsibilities & impact

Stand up dashboards and alerting that surface device reporting disruptions at the cohort level, so a group of devices going quiet triggers an alert to us before a customer is impacted.
Define device uptime as a measurable, owned metric; establish baselines and targets and report against them on a consistent, predictable cadence.
Build the triage and escalation process for disruptions: who gets alerted, how fast we respond, and how resolution is tracked to close.
Partner with Engineering to distinguish device, network, and platform failures and route each to the right owner and fix.
Own the end-to-end install experience for customers and OEM partners, making FleetPulse the easiest telematics device to install and live with.
Institute bench testing & first article inspection best-practices.
Iterate on install guides and documentation based on what actually trips up technicians in the field.
Reduce install variability so the quality of an install does not depend on who performs it.
Own the troubleshooting experience for field-installed devices and give customers and OEM partners a fast, clear path to resolution.
Build an RMA and re-test process that meets enterprise service expectations, starting with the requirements of our largest enterprise accounts.
Feed field learnings to the Support owner so recurring issues are traced to a root cause rather than resolved one at a time.
Partner with Supply Chain to align device readiness, RMA flow, and install scheduling with inventory and PO visibility.
Work with the Support lead to close the loop between field issues and recurring-ticket root causes.
Serve as Engineering and Product’s clearest signal on what is failing in the field and what to prioritize.
Set Hardware & Field Operations OKRs with the Head of Operations, own the targets behind them, and review progress quarterly.

Requirements

What you’ll need

5+ years in operations, field or hardware operations, or technical program and support management, ideally in IoT, telematics, connected hardware, or a hardware-plus-SaaS environment.
Direct experience standing up monitoring, alerting, or uptime and reliability processes for a fleet of physical devices.
Ideally experience owning installation, field service, or RMA processes with customers or channel and OEM partners.
Very comfortable using AI to accelerate progress.
Comfort using data and dashboards to manage device health; SQL or BI-tool familiarity a plus.
Prior experience in a fast-moving, resource-constrained, high-growth company, ideally SaaS or technology.
Track record supporting enterprise customers and meeting their service-level expectations.
Based in Chicago, IL.

Benefits

Comp & perks

Offers Equity
Offers Bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Operations ManagementTechnical Program ManagementField Service ManagementSQLBI Tools

Soft Skills

CollaborationProblem-SolvingCommunication